Terms and Conditions

General Terms and Conditions

1. Introduction
   
   This document sets forth the terms and conditions governing the use of the Balkland Ltd and Balkland d.o.o. websites and the provision of our travel agency and tour services. By accessing our websites or engaging in any of our services, you expressly agree to comply with and be bound by these terms and conditions. If you disagree with these terms and conditions, please refrain from using our websites or booking our services.
   
   
2. Company Information
   
   2.1. Balkland Ltd
   Registered No. 14919193
   SIC: 79120, 77110, 79110, 79909
   Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
   E-mail: info@balkland.com
   Phone: +44 2039483299
   
   2.2. Balkland d.o.o.
   Registered Address: Azize Sacirbegovica 12, Sarajevo 71000
   MBS: 65-01-0291-23
   JIB: 4203160630003
   KD BIH 2010: 79.11
   Email: info@balkland.com
   Phone: +387 62 888853

3. Scope of Services
   
   Balkland Ltd and Balkland d.o.o. are distinguished travel agencies and tour services providers, renowned for curating exceptional travel experiences in the United Kingdom, Bosnia and Herzegovina as well as the broader Balkans region.
   
   Our extensive array of services is designed to cater to all aspects of your travel needs, ensuring an unforgettable journey. Our offerings include: Tailored Itineraries, Guided Tours, Cultural Immersion, Adventure and Nature Excursions, Accommodation and Transport, Multi-Day Tours, and Specialized Services.
   
   At Balkland, we are committed to delivering exceptional travel experiences that exceed your expectations. With our expertise and attention to detail, we ensure that every aspect of your journey is meticulously planned and executed, leaving you with cherished memories of your time in the Balkans.

4. Booking and Payment
   
   Our Booking and Payment procedure remains unchanged. We have partnered with a trusted third-party service to handle our booking process. Upon initiating a booking, you will be redirected to a secure platform to complete the reservation.
   
   
5. Payment Gateway and Security Statement
   
   We employ a secure and reliable payment gateway to process your transactions. Our payment gateway adheres to the highest standards of data protection, utilizing encryption protocols and advanced security measures to safeguard your sensitive information.
   
   
6. Currency Conversion Statement
   
   All payments will be processed in EURO, USD, or BAM currency. The amount charged to your credit card account is obtained through the conversion according to the current exchange rate of the local National bank.
   
   
7. Personal Data Gathering and Protection Statement
   
   We collect only essential basic information necessary for fulfilling our obligations. All user information is strictly guarded and accessible only to authorized employees who require the information to fulfill their duties.
   
   
8. Privacy Policy
   
   Our Privacy Policy governs the collection, use, storage, and protection of your personal information when using our websites or engaging in our services.
   
   
9. Intellectual Property Rights
   
   All content displayed on the Balkland websites, including text, images, logos, and trademarks, is the exclusive intellectual property of Balkland Ltd and Balkland d.o.o. and is protected by applicable intellectual property laws.
   
   
10. Limitation of Liability
    
    In no event shall Balkland Ltd or Balkland d.o.o., including its directors, officers, employees, agents, or affiliates, be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising out of or in connection with the use of our websites or the provision of our services.
    
    
11. Governing Law and Jurisdiction
    
    These terms and conditions shall be governed by and construed in accordance with the laws of Bosnia and Herzegovina and the United Kingdom. Any dispute arising out of or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts located in Sarajevo, Sarajevo Canton, Bosnia and Herzegovina, and London, United Kingdom.
    
    
12. Amendments and Modifications
    
    Balkland Ltd and Balkland d.o.o. reserve the right to modify, update, or amend these terms and conditions at any time without prior notice.
    
    
13. Entire Agreement
    
    These terms and conditions, together with our Privacy Policy, constitute the entire agreement between you and Balkland Ltd and Balkland d.o.o. regarding the use of our websites and the provision of our services.
    
    
14. Severability
    
    If any provision of these terms and conditions is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect to the extent permitted.

Appendix: Balkan Tours only

A. RESERVATIONS

1. Booking Tour Packages:

• For individuals and small groups (up to 8 travelers), a non-refundable deposit (20%) is required to secure the reservation, with the balance due 30 days before departure. For bookings made less than 30 days prior to departure, full payment is required.
• For groups over 8 travelers, a non-refundable deposit (20%) is required to secure the reservation, with the balance due 65 days before departure. For bookings made less than 65 days prior to departure, full payment is required.

2. Accommodation:

• Balkland will confirm your selected accommodations upon receipt of your deposit. If your choice is unavailable, Balkland will suggest a comparable alternative or provide options from the next available price category.

• Changes to accommodation options may occur, and you will be notified before deposit payment. If a change is necessary after deposit payment, Balkland will inform you and work to find a suitable replacement or refund any difference.

• Changes to booked accommodations may not be possible or may require a change fee as indicated in Section E.

3. Excursions:

• Your package must include at least one excursion in each overnight destination lasting 2 or more nights. Excursions are subject to availability and cannot be guaranteed until deposit payment.
• If any included excursions are unavailable, Balkland will inform you and recommend a suitable alternative (if available).

Here is the revised policy that includes all the mentioned information:

B. CANCELLATIONS

• Cancellations must be made in writing (by email to Balkland), and charges will be based on the date the cancellation is received. Travel insurance is recommended, and you agree that Balkland is not liable for any insurance policy’s rejection to refund your reservation.

• The charges for cancellations are based on the final payment due date provided during the sales process and vary based on the size of the group.

For individuals and small groups (up to 8 travelers): 

• Trips cancelled before the final payment due date (which is 30 days prior to the travel date) will result in a loss of deposit.
• Trips cancelled at or after the final payment due date will result in a charge of 100% of the total trip cost.

For groups over 8 travelers: 

• Trips cancelled before the final payment due date will result in a loss of deposit. 
• Trips cancelled at or after the final payment due date (which is 65 days prior to the travel date) but not less than 30 days prior to the travel date will result in a charge of 50% of the total trip cost. 
• Trips cancelled less than 30 days prior to the travel date will result in a charge of 100% of the total trip cost

• Balkland may cancel your reservation if there is an outstanding balance after the final payment due date or if extra services have been requested but not yet paid for.

• Leaving the trip early results in no refund for any unused services, including accommodations, transportation, and excursions. Please refer to the Force Majeure clause for cancellations due to Force Majeure events.

C. PRICES

• Balkland provides the final tour price and services included in the package for review before payment. Itemized cost breakdowns are not available.

D. PLAN-TO-GO DEPOSIT

• A non-refundable Planning Deposit may be charged and applied to the cost of the trip package once confirmed. It can also be used for future Balkland trip packages booked within a year.
• Full deposit payment guarantees the trip package price. 

E. CHANGES TO RESERVATIONS

• Changes to reservations may incur extra fees or cost differences to be covered by the customer. Balkland may also levy a fee of up to €200 for changes to existing bookings. This fee will be calculated on a case-by-case basis depending on the complexity of the change.

F. REFUNDS

• Refunds, except for involuntary changes/cancellations, will be made within 7 days after the trip ends, subject to a 3% deduction for credit card processing fees.

G. PASSPORTS, VISAS, TRAVEL DOCUMENTS & DETAILS

• Customers are responsible for obtaining necessary travel documents and providing accurate personal information. Balkland will not be liable for expenses incurred due to non-compliance with passport and visa requirements or incorrect data provided by the customer.

H. INSURANCE

• Customers are advised to purchase personal travel insurance to cover accidents, medical expenses, personal liability, cancellation, and loss or damage to luggage. Balkland is not responsible for any issues arising from the policy or claim.

I. ACCOMMODATIONS

• If reserved accommodation is unavailable, Balkland Travel may arrange a substitution of equal or greater value. Check-in and check-out times vary, but Balkland can arrange luggage storage and early check-in or late check-out for an additional fee.

J. TRANSFERS

• Transfer services may be included but subject to change without notice. Balkland is not responsible for missed transfers due to events beyond their control. If customers miss a transfer, Balkland can assist in arranging an alternative service, but customers are responsible for any additional expenses. Balkland recommends purchasing travel insurance. If customers miss a transfer due to negligence, Balkland is not responsible.

K. EXCURSIONS

• Balkland may change excursion schedules, and in such cases, an alternative excursion of equal or higher value will be provided. If the alternative is of lower value, a refund of the price difference may be given.

• Customers are responsible for arriving on time for excursions, and missed excursions due to tardiness, negligence, or failure to meet at the designated check-in area are not eligible for refunds. Group sizes can vary, and some excursions require a minimum number of participants to operate. Excursions are subject to availability.

L. COMPLAINTS

• Customers must report any dissatisfaction with services immediately to the Balkland destination manager and submit written complaints via email within 15 days of completing the trip. Balkland will work to address the problem and find a resolution.

• Balkland is not responsible for flight cancellations or delays, unused services, or promises made by non-Balkland employees. Customers should purchase travel and personal insurance to protect against unforeseeable situations and accidents during the trip.

• Balkland strongly recommends purchasing proper travel and personal insurance to protect you from any unforeseeable situations and accidents during your trip.

M. RESPONSIBILITY

• Balkland contracts with third-party companies and individuals to provide trip packages. These services are subject to the third-party’s terms and conditions. Balkland is not responsible for changes, delays, or cancellations of services provided by independent third parties.

• Balkland is not responsible for injury, damage, loss, accident, delay, or irregularity caused by third-party service providers. Balkland is also not responsible for risks and dangers that may occur during travel to destinations offered by Balkland.

• Balkland is not responsible for the quality standards, political environment, cuisine, sanitation, cleanliness, telecommunications, business practices, treatment, or medical services of the destinations offered. Balkland is not liable for any risks involved with travel to unstable political situations, civil unrest, war, and government or private actions.

• Balkland may modify or cancel your trip without prior notice or liability due to unforeseen circumstances or events beyond its control, such as natural disasters or civil unrest.

• Balkland strongly recommends purchasing travel insurance to protect against unforeseen events and risks during your trip.

• By booking a trip with Balkland, you agree to these terms and conditions. Any disputes will be governed by and construed in accordance with the laws of Bosnia and Herzegovina and will be submitted to the exclusive jurisdiction of the courts of Bosnia and Herzegovina.

N. DISCLAIMER

• Balkland and its destination managers have a relationship with local suppliers to provide better services. However, Balkland is not responsible for damages or losses caused by any action, inaction, or disputes between customers and local suppliers.

O. FORCE MAJEURE CLAUSE

• Balkland is not responsible for failure or delay caused by events beyond its control, including pandemics, wars, fires, and more. Balkland will use reasonable efforts to avoid non-performance and will notify customers of any delay or failure to perform.

P. FORCE MAJEURE CREDITS

• Balkland will apply a Force Majeure credit for customers unable to travel due to Force Majeure events. The credit will preserve the full value of the reservation for future trips and is valid for the calendar year following the original start date of the itinerary. The credit can only be applied if the customer has canceled the reservation and a refund has been issued by third parties.

Q. FORCE MAJEURE REFUNDS

• Customers can request a refund due to death or serious illness of a customer or an immediate family member. Refunds will only be considered if requested within ten calendar days after the diagnosis, and at least ten calendar days before the trip’s scheduled start date. Failure to comply with this requirement will result in cancellation policies and non-refundable services being applied.

R. Dispute Resolution

• The Parties will try to resolve any disputes regarding the Terms and Conditions amicably through negotiations. If the dispute is not resolved within a reasonable time, mediation or litigation may be pursued. The courts of Sarajevo, Bosnia and Herzegovina, will have exclusive jurisdiction over any disputes. Bosnian laws will govern the Terms and Conditions.

S. Promotional Release

• During the tour, photographs or videos may be taken and will be used in our promotional campaigns by default. Please be aware that by participating in the tour, you may be included in these materials unless you specifically request not to be. We encourage you to inform us at the beginning of the tour if you prefer not to be featured in any promotional content. Additionally, if you submit images with your tour review, these images will also be used for promotional purposes, unless you explicitly state that you do not wish for them to be used at the time of submission. Your preferences are important to us, and we commit to honoring your decision regarding the use of images or videos featuring you.
• Please note that when you submit a tour review, certain information will be made public as part of the review process. This includes the name you provide, any images you submit, and the date of your travel. By submitting a review, you acknowledge and agree that this information will be shared publicly in conjunction with your review. We encourage you to consider this when deciding what personal information to include in your review. Your review, along with the associated name, images, and travel date, may be used in our promotional materials, unless you explicitly state otherwise at the time of submission. We are committed to respecting your privacy and ensuring that your review reflects your true and honest experience.

Last revision December 22nd, 2023